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AI in Contact Centre Management – Limitations & Capabilities

In the fast-paced evolution of contact centre technology, the allure of Artificial Intelligence (AI) as a remedy for all operational challenges is a myth. While AI brings transformative capabilities, it’s crucial to dispel the notion that it is the single answer to every woe faced in contact centre management. Understanding both its limitations and capabilities is essential for harnessing its power effectively.

AI Limitations in Contact Centre Management

Contextual Understanding:

AI, while remarkable, struggles with nuanced contextual understanding. It may misinterpret the intricacies of certain customer interactions, leading to misguided responses. For example, in certain geographies such as Europe where a monotone speaking culture exists, fluctuations in tone, pitch and volume are easy to identify as being indicative of sentiment. However, in other cultures, fluctuations in tone, pitch and volume are culturally appropriate and not necessarily indicative of sentiment.

Emotional Intelligence:

The human touch in understanding and responding to emotions remains an area where AI lags. Complex emotional nuances often elude AI algorithms, impacting the quality of customer interactions.

Unpredictable Scenarios:

Contact centres often deal with unpredictable scenarios. AI systems may falter when faced with unfamiliar or unprecedented situations, lacking the adaptability and creativity inherent in human problem-solving.

AI Capabilities in Contact Centre Management

Efficiency and Automation:

AI excels in automating routine and time-consuming tasks. Through the use of chatbots, AI significantly enhances efficiency for contact centres by handling transactional customer queries, allowing human agents to focus on more complex issues. Using chatbots in this way can drop the physical call time that agents spend interacting with customers by 60%. The time that is saved can be redistributed to deal with more complex interactions, where AI can also be used to guide agents on a real-time basis with suggested replies based on the customer’s query.

Data Analysis and Trends:

AI’s expertise in data analysis is unparalleled. It can swiftly process vast amounts of data, identifying patterns and trends that human analysis might overlook. This capability is particularly evident in speech analytics. Quality assurance analysts in contact centres are able to do 100% quality audits of over 200 calls in under an hour. Therefore, speech analytics completely removes the uncertainty of random sampling calls for quality assurance.


AI enables a degree of personalisation in customer interactions. By analysing historical data, it can tailor responses and recommendations, contributing to a more engaging customer experience.

Callbi’s Approach to AI in Speech Analytics

Recognizing these limitations and capabilities, Callbi employs AI strategically to make the process of speech analytics easier for contact centre management. AI is used to enhance the query building process using semantic queries instead of keywords and phrases. Clients can enter the script sentence and AI can automatically extract the keywords and phrases that support that sentence, speeding up the query building process. Further developments would include using AI to categorise calls automatically, replacing the old method of using predefined keywords and phrases for categorisation. Lastly, AI can be used for sentiment analysis picking up fluctuations in tone, pitch and volume. However, this technology still needs to mature to accommodate different geographic and cultural contexts.

The Future of AI in Contact Centres

The future holds promising advancements where AI becomes an indispensable ally rather than a standalone solution. The integration of AI and human intelligence, often referred to as Augmented Intelligence, is on the horizon. This synergistic collaboration will capitalise on AI’s strengths in data processing and automation while preserving the uniquely human qualities of empathy, creativity, and adaptability.

In conclusion, while AI undeniably transforms contact centre management, it’s essential to recognise its limitations and view it as part of a broader strategy. Callbi’s intelligent use of AI in speech analytics exemplifies a balanced approach, enhancing the efficiency of operations while preserving the crucial human touch in customer interactions. The future of AI in contact centres lies in the harmonious collaboration between AI and human agents, creating a dynamic and responsive customer service landscape.

If you want to learn more about how Callbi Speech Analytics implements AI to make the process of speech analytics easier for our clients, please contact us for more information or a demo.

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